Refund Policy
How purchases, failed generations, reversals, and refund requests are handled.
Credit purchases
Paid credits are generally non-refundable after they are credited and used, except where required by consumer law or where Tong confirms a duplicate or incorrect charge. Promotional credits have no cash value. Contact [email protected] promptly with the account email, payment reference, date, amount, and explanation.
Generation failures
Tong reserves credits before processing. If a covered generation fails before completion, its reserved credits are automatically released. For a batch, completed scenes may be charged while failed scenes are released. A completed generation is not refundable solely because its artistic result differs from subjective expectations.
Card and crypto
Approved card refunds are returned through the original provider and may take several business days. Crypto transfers are normally irreversible and any discretionary refund depends on provider support, transaction and identity verification, supported network, fees, and applicable law. Never send a new payment to “unlock” a refund.
Reversals and disputes
If a payment is reversed or disputed, Tong may remove associated unspent credits and restrict the wallet while investigating. Nothing here limits a legal right to dispute an unauthorized or incorrect charge. Please contact billing support first when the issue can reasonably be resolved directly.